Frequently Asked Questions
My orders
Do I need to register to make a purchase?
Do I need to register to make a purchase?
No, registration on the site is optional. However, creating an account makes future purchases easier and faster because it keeps track of them and saves you from having to re-enter your information.
What is the right size to buy?
What is the right size to buy?
At the bottom of the description of each product sheet, you will find the button "Size Guide," where you can consult the chart to purchase the size that best fits you. If the product still turns out to be uncomfortable to wear, you can request a return.
Can I modify my order?
Can I modify my order?
Yes, send an email to servizioclienti@madiva.it or contact customer support via Whatsapp at +39 340 8961399 by 8:00 am the following day, but before receiving the shipping confirmation for the order.
Can I change the shipping address?
Can I change the shipping address?
Yes, send an email to servizioclienti@madiva.it or contact customer support via Whatsapp at +39 340 8961399 by 8:00 AM the following day, but before receiving the shipping confirmation for the order.
How much does shipping cost?
How much does shipping cost?
If you purchase from Italy, shipping costs are free for orders over 60 euros. For orders below that amount, the shipping cost will be € 9.99. If you purchase from EU countries, shipping costs are free for orders over 149 euros. For orders below that amount, the shipping cost will be 14.99 euros.
How long does it take to receive a package?
How long does it take to receive a package?
You can check the status of your order at any time by accessing your private area (you will still receive an update email at each step).
The statuses an order can have are:
Processing: the order is being processed in our warehouse.
Shipped: this means that the goods have been handed over to our courier, the average delivery times in Italy are 24-48 working hours unless there are force majeure causes. Outside of Italy, delivery times depend on the destination, contact us for more information.
Delivered: the courier to whom the shipment was entrusted has confirmed that the order has been correctly delivered.
How can I track my order?
How can I track my order?
Once we have handed your order over to the courier, you will receive an email with all the instructions for tracking it.
Returns and refunds
Can I return my order?
Can I return my order?
Yes, within 14 days of delivery of the shipment, for any reason. The shipping cost for the return will be your responsibility. Please check our Returns and Exchanges page or email servizioclienti@madiva.it for more information.
I returned my order, how and when does the refund or exchange happen?
I returned my order, how and when does the refund or exchange happen?
The amount spent on the purchase of the product will be fully refunded through the originally selected payment channel. When we receive your package, we will check that the returned items are intact, and within 7 days of notifying you of the receipt of your package, we will proceed with the refund or shipment of new items if it is an exchange.
Payments and data security
What are the available payment methods?
What are the available payment methods?
You can conveniently pay using one of the following payment methods: Credit card (Visa, Mastercard, American Express), PayPal, Satispay. In all cases, the amount of your order will be charged at the time of order confirmation. All online transactions via credit cards will be processed through a secure connection managed by an external partner payment system provider.
Coupons and promotions
How can I purchase a gift card?
How can I purchase a gift card?
You can purchase our Gift Card. You can find all the information here.
How can I use a gift voucher?
How can I use a gift voucher?
If you have a Gift Card, you can enter the code at checkout to redeem your gift.
How can I use a promotional code?
How can I use a promotional code?
If you have a promotional code, you can enter it in your Cart before clicking Proceed to Checkout: just type it in the designated field and click Apply.
